Senior Service Designer

Responsibilities

• Journey Map & Blueprint Stewardship: Maintain and evolve living journey maps and service blueprints, ensuring they accurately reflect real product delivery, customer insights, and evolving business priorities.
• Cross-Functional Facilitation: Lead and facilitate journey-based working groups, bringing together product, design, engineering, research, and operations stakeholders to align on shared outcomes, identify dependencies, and ensure end-to-end customer success.
• Problem Framing & Identification: Partner closely with product squads on high-impact initiatives, framing problems through a journey lens and identifying critical "moments that matter" for customer engagement and satisfaction.
• Dependency & Risk Management: Proactively surface and document cross-squad dependencies, handoffs, and potential risks, enabling teams to address these issues earlier in the delivery process.
• Insight Synthesis & Application: Connect qualitative and quantitative insights from research, customer feedback, and usage data to journey artifacts, ensuring they remain grounded in real customer experiences and actionable signals.
• Adoption & Enablement: Develop and disseminate lightweight templates, playbooks, and guidance to support the adoption of journey-first ways of working across product teams.
• Design System Integration: Collaborate with the Journey Management Tiger Team and Design System partners to ensure that journey insights inform the evolution of shared patterns, guardrails, and the overall design system.
• Performance Tracking & Reporting: Monitor journey health over time and contribute to quarterly reviews that highlight progress, identify gaps, and propose opportunities for continuous improvement in customer experience and operational efficiency.

Requirements

• 6–8+ years of experience in UX, product, or service design.
• A minimum of 2+ years specifically focused on service design, systems thinking, or deep journey-level work.
• Service Design Expertise: Strong hands-on experience creating and maintaining comprehensive journey maps, service blueprints, and ecosystem diagrams.
• Cross-Functional Operations: Demonstrated ability to operate effectively within complex, cross-functional environments, coordinating across product, design, engineering, research, and operations teams.
• Facilitation & Workshop Leadership: Proven experience facilitating workshops, working groups, and alignment sessions with diverse stakeholders, driving consensus and action.
• Embedded Collaboration: Comfort embedding with product teams, influencing outcomes, and driving initiatives without direct ownership.
• Synthesis & Narrative: Strong synthesis skills, adept at connecting research findings, key metrics, and delivery insights into clear, compelling journey-level narratives.
• Tool Proficiency: Excellent visual communication skills and fluency with industry-standard tools such as Figma, FigJam, Miro, or similar platforms.
• Pragmatic Approach: Ability to balance design rigor with delivery speed, adapting artifacts and strategies to real-world constraints and business needs.
• Communication & Influence: Clear and persuasive communication skills, with a proven ability to build trust, foster collaboration, and generate momentum across teams.

Preferred Qualifications

• B2B SaaS Experience: Prior experience in Business-to-Business (B2B) Software-as-a-Service (SaaS) or enterprise software environments.
• GTM Systems Familiarity: Understanding of or experience with Go-To-Market (GTM), sales, or workflow systems and processes.
• AI-Driven Experiences: Exposure to or experience with AI-driven product features or automated service experiences.

Benefits

• Equity: Stock options or grants, providing ownership stake in Apollo.io's growth.

• Performance Bonus: Company-wide bonus structure, reflecting overall company performance.

• Retirement Savings: 401(k) plan for long-term financial planning.

• Work-Life Balance:

  • At least 10 paid holidays per year.
  • Flexible Paid Time Off (Flex PTO) policy.
  • Comprehensive Parental Leave.

• Health & Wellbeing:

  • Employee Assistance Program (EAP).
  • Dedicated Wellbeing Benefits.
  • Medical, Dental, and Vision insurance coverage.
  • Flexible Spending Account (FSA) / Health Savings Account (HSA) options.

• Insurance:

  • Global Travel Coverage.
  • Life Insurance (including Accidental Death & Dismemberment - AD&D).
  • Short-Term Disability (STD) and Long-Term Disability (LTD) insurance.

About the Company

Apollo.io operates within a rapidly evolving market driven by data accuracy, AI integration, and sales efficiency. The company is a fast-growing, well-funded startup with a Series D funding and valuation of $1.6 billion. The product design team is led by accomplished individuals with extensive experience from major tech organizations. The role emphasizes close collaboration with product squads, engineering, research, and operations, highlighting a matrixed or highly integrated team structure common in modern tech companies.